Commenting as a JSM Customer/Requester shows [on behalf of] instead of impersonating user.

Issue Summary

Assist (JSM Chat) is being rate limited causing requesters to not be impersonated in JSM – they are showing as [on behalf of].

We are actively investigating the issue. 

Steps to Reproduce

1. Create a ticket with a request type linked to JSM Chat
2. Comment on the issue from a JSM customer in Slack

Expected Results

• If customer exists in JSM, emails match exactly, and their email is visible, Assist should impersonate the requester and comment as them. 

  Actual Results

Comment shows as [on behalf of] instead of impersonating. 

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available